Terms & Conditions
These Terms and Conditions, together with any other written information we brought to your attention during the process of confirming your booking, apply to your booking with Canyon Travel Limited. Please read the Terms and Conditions carefully prior to utilising Canyon Travel website and making any bookings. You consent to the Terms and Conditions when you use the Site, without qualification. If you do not agree with any portion of the Terms and Conditions, you cannot utilise the website in any method or make a booking.
When making your reservation we, as a representative, would organise it for you to come into an agreement with the principal(s) or other supplier(s) such as tour operator / airline / cruise firm / lodging firm etc. as mentioned on your receipt(s). We could reserve you a flight and holiday deal, in which instance you would hold one agreement with the principal, or we could reserve the services that make up your trip with various principals or suppliers, in which instance you would have different agreements with every one of them.
As a representative, we take no accountability for the actions or cuts of the principal(s) or supplier(s) or for the services offered by them. The principal’s(s’) or supplier’s(s’) Terms & Conditions would relate to your reservation and we suggest that you read them cautiously as they do hold significant details about your reservations. Kindly request for copies of these if you do not possess them.
As agent we accept no responsibility for the acts or omissions of the supplier, or for the products and services provided by them. However, we may still be liable to you if we have been negligent, have misrepresented important information.
You agree to be bound by the following obligations, including without limitation: You accept financial responsibility for all transactions made under your name or account. In order to make a purchase you must be at least 18 years old, be purchasing for yourself and have the legal capacity to make the transaction. In case you making booking for a group/part/family will responsible for payment of all. You must make sure that all the information you provide to us is true and accurate. (Please ensure that you notify us in writing immediately of any change to your address, email address or telephone number).
Failure to supply correct and complete credit or debit card details, including cardholder name/ billing address, may result in delays to the issue of your tickets, increases in the fare, or at worst cancellation of the booking, so please ensure that the details you give match those on the card/ statement. You must not use the website for speculative, false or fraudulent bookings.
You are responsible for complying with any airline's terms, for example in relation to check-in times, reconfirmation of flights and other matters. canyontravel.co.uk accepts no responsibility for bookings cancelled due to non-compliance with the airline's rules.
For scheduled flight tickets there are additional terms which apply to each fare. These terms may include, for example, conditions relating to changes, refunds, minimum and maximum duration of stay. Generally, the more flexible the ticket, the more expensive it is likely to be and you need to take various points into consideration before deciding between the fares on offer.
The flights confirmed on your ticket must be used in order of sequence (in the order set out in your itinerary). If this requirement is not met, the airline may cancel any onward flights, and you are unlikely to receive any refund.
Some airlines require you to reconfirm each flight 72 hours prior to departure, and may cancel your flight if you do not do so. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund. In any case, canyontravel.co.uk strongly recommends that you reconfirm all flights in this way in case of last minute schedule changes.
Scope Of Services
Flights and Holidays packages
All our prices are quoted in British Pounds Sterling and subject to availability. Once a confirmation invoice has been issued the price shown on that invoice may only vary as outlined below or if you amend your booking. Whilst every effort is made to avoid surcharges, the right is reserved to pass on any cost increase levied by the suppliers. No surcharge will ever be levied for air tickets after we have received full payment in cleared funds and tickets have been issued. (b) "Packages": Prices may only be changed to reflect government action, increase in transportation costs (e.g. airfares and cost of fuel), changes in dues and taxes (including VAT) or fees payable for services (e.g. landing taxes or embarkation/disembarkation fees at ports and airports) or to reflect fluctuations in exchange rates. In the case of an increase in cost the Company will absorb an amount equivalent to 2% of the invoice price (excluding insurance premiums and amendment charges) and you will be asked to pay the remainder. In the case of a decrease in cost of over 2% of invoice cost, a refund will be paid to you.
All deposits are non-refundable. Deposit is subject to be forfeited in case payment is not done on agreed time. Please note that if between the time of deposit and the final payment, the prices on flights or hotels may gone up due to increase or change in fuel surcharges / contract prices/dollar exchange rate / green taxes and you would be liable to pay the difference in the fare. Please note that we do not send reminders for the due payment dates and the deposits are absolutely non-refundable.
The balance must be paid by the due date shown on the confirmation invoice. Please note for some telephone bookings full payment may be required IMMEDIATELY at the time of booking i.e. before you receive our confirmation invoice. If this applies you will be advised when the booking is made. It is very important that you pay balances when they fall due because failure to do so may lead to the cancellation of your holiday/flights and still leave you liable to pay cancellation charges. Where an extra "booking charge" applies this will be advised at the time of booking. All credit card payments including PayPal are subject to a surcharge of 2% and debit card payments incur NO charge. All cheque payments require 7 days to clear. Until full payment has been received the price of your booking may increase as a result of fuel or other surcharges which may be imposed by suppliers. Please note we do not accept responsibility for cash sent by courier or post, even if sent by registered or recorded delivery post or any other special delivery. If you are travelling immediately (same day of booking or within three days of booking) and you do not meet the credit/debit card security measures, we may ask you to pay cash directly into our Bank Account.
Should your flight be cancelled your rights and remedies will be governed by the airline's conditions of carriage. As a result you may be entitled to: (a) Carriage on another flight with the same airline without additional costs; (b) Re-routing to your destination with another carrier with or without additional costs; (c) Receiving a full refund which we receive back form supplier/airline; or (d) Some other right or remedy. If a schedule change occurs to your itinerary prior to our receipt from you of the full price, or prior to the issue of your tickets (on either the outbound or return flight) we will do our best to notify you on behalf of the carrier. Should a schedule change occur to your itinerary after full balance/ticket issue, on both the outbound or return flights the relevant supplier’s decision will be final and amendment charges may apply.
Cancellation and changes by the Company
It is unlikely that we will have to make any changes to your travel arrangements however occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies we receive back from supplier/airline or accept an offer of alternative travel arrangements of comparable standard from us; if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause, except where the reason for the cancellation is circumstances amounting to force majeure.
In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. Any changes to the actual airline will be notified to you as soon as possible. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies we receive back from supplier/Airline. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:
Between 27 and 7 days 90% of total holiday cost
Less than seven days 100% of total holiday cost
* For children invoiced at reduced rates, credit/compensation will be paid on a pro rata basis of the adult rate
Between 28 and 56 days 60% of total holiday cost or full cost of deposit whichever is the higher
Changes & Cancellation by you
If you wish to change any item - other than increasing the number of persons in your party - and providing we can accommodate the change, you will have to pay an amendment fee per person. These fees can vary greatly and will be advised at the time changes are made. All changes must be confirmed to us in writing. Please be aware that some travel arrangements cannot be changed once a reservation has been processed and therefore amendment charges could be as great as the total cost of your holiday. Certain travel arrangements (e.g. restricted fare tickets) cannot be changed or cancelled after a reservation has been made and any alteration will incur a 100% cancellation charge.
Cancellation prior to departure
Should you or any member of your party be forced to cancel your holiday prior to departure, we must be notified in writing by the person who made the booking and who is therefore responsible for the payment of the cancellation charges CANCELLATION AFTER TICKET ISSUE: will result in loss of 100% of total cost of all travel arrangements in most cases. Please consult your reservation adviser.
CHARTER FLIGHTS carry a 100% cancellation fee both before and after ticket issue.
Airline Ticket Refunds
Many airline tickets are paid for in full at the time of booking and are not refundable if you cancel. In respect of any alteration to an APEX ticket or certain other special fare tickets, some suppliers (particularly airlines) may treat a name change as a cancellation and as such will not refund any monies. Where an outbound portion of your flight coupon is not used the return sector will be automatically cancelled by the airline and no automatic right to a refund exists for such part-used tickets. All other partly used tickets are normally non-refundable and cancellations made within 24 hours of departure are non-refundable.
Air tickets returned to us for a refund are subject to an administration charge of £50 per ticket, irrespective of the number of tickets returned and you will be required to pay a per ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions. We recommend that you return such air tickets to us by special delivery post as we do not accept responsibility for documents mislaid or lost by the Royal Mail.
If a recoverable air ticket refund is less than the above administration charge, the ticket will be deemed to be fully non-refundable. An administration fee of £75 per ticket will be levied on any non-refundable ticket where a tax refund application is made by us at your request and on your behalf. If the recoverable tax components for your ticket are less than the administration charge the ticket will be deemed to be fully non-refundable. Refunds will not be paid to you until they have been received by us from the relevant airline or consolidator. In the case of airline ticket refunds this is normally 6-8 weeks from the point the tickets are submitted for consideration to the airline.
You agree that we may use Personal information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.
Flight Travel Documents
Please note that a flight described in your flight ticket as "direct" will not necessarily be non-stop. All departure/arrival times on your flight ticket are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time. We are unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned.
In relation to flights, an infant must be under 2 years of age on the date of their return flight to be entitled to the infant fare level which is usually 10% of IATA's published fare.
Infants must sit on an adult’s lap or occupy an infant seat – please contact the airline you are traveling with for details of appropriate seats.
To qualify for an infant fare, the infant must generally be under two years old on the date of return travel. Children aged two years or above must occupy a seat.
Please note that where a sector of a flight itinerary is not utilized without contacting the carrier directly any remaining sectors may be subject to cancellation without further notification. Where this situation arises we are unable to accept responsibility for any costs incurred.
In accordance with EU regulations we are required to bring to your attention the existence of a 'Community list', which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at www.ec.europa.eu/transport/index_en.htm.
We reserve the right to change the airline in the event that the airline is blacklisted under the EU regulations. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate.
Advance Passenger Information (APIS)
All airlines are required to collect Advance Passenger Information from passengers before travel to or from the USA and certain other countries. You agree to supply this information to canyontravel.co.uk. Passing this information to the airlines who may onward disclose it to foreign authorities. If you do not supply Advance Passenger Information at the time of reservation, you may be refused to entry to these countries. Many airlines like US Airways, American Airlines and many US carrier has mandatory to pass complete and valid passport information to reservation before issuance of tickets. Even many of them strictly issue Debit Memo, if entire details are not passed before issuance. It is also important that the information is accurate so that you do not have any delay when you pass through Immigration on arrival in these countries. The information you will be asked to provide will depend on the country you are visiting but will include passport information, city and country of residence and destination address if traveling to the USA (for all travelers on your booking). If you are traveling to a country that requires Advance Passenger information, theflightsguru.co.uk. Will ask Advance Passenger Information (API) after completing your reservation and it is the passenger responsibility to provide us the requested information on time.
Bookings made by telephone
If you make a booking by telephone you must provide us with all information which we require. You must also ensure that all information which you provide is accurate and that the credit or debit card you are using is your own or, subject to our agreement, if it is a third party's you have their express authorization to use their credit or debit card and that sufficient funds are available to cover the cost of the arrangements which you book with us.
If we accept your booking, we shall debit payment from you and send you a confirmation invoice. From this point cancellation charges will apply: Please note that a telephone booking confirmation is as firmly confirmed as if it were made/confirmed in writing immediately. As soon as you receive the confirmation, please check the details carefully and inform us immediately if anything appears to be incorrect as it may not be possible to make changes later.
If you book online, you must provide us with all information which we require. You must also ensure that the credit or debit card you are using is your own (or, subject to our agreement, if it is a third party's you have their express authorization, to use their credit or debit card) and that sufficient funds are available to cover the cost of the arrangements which you book with us.
When we receive and accept your booking we will send you a confirmation e-mail and invoice and debit payment from you. We do not make any representation or warranty as to the availability of any package holiday, flight or Individual Components nor that our booking services are free from infection of viruses or anything else that has a contaminating or destructive effect on your property.
Most airlines allow a Free Checked Baggage Allowance for your journey, which will depend on the airline, destination and class of travel. This allowance will be either based on the weight of your baggage or the number of pieces. You will be subject to Excess Baggage charges by the airline if you exceed the stated allowance. Children and infants may have a reduced allowance for checked baggage. Restrictions also apply to the amount of Cabin Baggage you can take onboard the aircraft. Many airlines charge extra for baggage. On US Domestic flights airlines charge locally for checked baggage, including for flights sold in combination with International tickets. Information can be found on the carrier's website. Please ask for details at the time of booking. Excess charges will apply if your allowance is exceeded on any flight.
We cannot accept responsibility for any loss or damage or delay to your luggage unless directly caused by the negligence of one of our employees.
We strongly recommend that you and all members of your party are covered by a policy of travel insurance. If you suffer from any disability or medical condition you must disclose this in advance to the insurance company. All insurance premiums are payable in full at the point of sale and are sold incorporating a 14 day cooling off period after which time some policies may be non-refundable and you should check at the time of purchase. The 14 day cooling off period only applies if you have not departed the UK or made any claim under the insurance policy.
Most airlines offer only electronic confirmation of your reservation, or 'e-ticketing', on certain routes. If you are travelling on an e-ticket route we can at your request provide you with a paper ticket where permitted. Where you make a request for a paper ticket, an administration fee of £25 per ticket will be levied in addition to any applicable airline charge.
Reconfirming all flights
You must telephone us or the airline at least 72 hours before the departure time shown on your ticket to confirm that there have been no changes. This applies to both outbound and return flights. We will not be liable for any additional costs due to your failure to reconfirm flights. Reconfirming your flight at least 72 hours before departure is a minimum requirement.
Passport / Visas / Health Requirements
Passengers must be in the possession of a valid passport, any necessary visas, including transit visas, plus any international health certificates required by the countries being visited. In the event that clients are refused permission to enter any country due to incorrect documentation, or health precautions, no liability can be accepted by Canyon Travel Ltd and no refunds can be made. Details of health requirements can be obtained from the Department of Heath's website at www.doh.gov.uk. We also recommend you check the latest Foreign Office advice for your destination(s) before departure at www.fco.gov.uk
An approved entry permit (ESTA) and machine-readable passport are required for all travel to or via the USA
Please note that all names on any booking must be exactly as set out on your passports. It is your responsibility to have valid travel documents
The traveller is responsible for ensuring that he/she has had full vaccinations, and that other necessary formalities required for travel to the country which the traveller plans to visit have been completed. Any costs in connection with vaccinations will be met by the traveller.
If you will be traveling while pregnant, please note that regulations apply to the carriage of passengers who are more than a certain number of weeks pregnant at the time of travel. These regulations vary between airlines, so it is your responsibility to check the airline’s policy before making a booking.
In some cases travel may not be permitted, or you may be required to travel with a doctor’s letter, or even obtain a medical clearance from the airline.
You must ensure that your travel insurance covers you if you are pregnant. We recommend that you also confirm with your doctor before booking that you are fit to travel. Travelling with Infants Airlines require that infants must be of a minimum age (typically six weeks) before they will be permitted to travel. Please ensure that you are aware of the airline’s policy before making a booking.
Where possible, Canyon Travel Ltd will pass on any special request to the relevant supplier. (e.g. seat requests, meal requests, adjoining rooms etc) We will always do our best to meet your requirements but no guarantee can be given, and we cannot accept a booking which is based on a special request and accept no liability if these requests are not met. Some special requests may incur extra charges e.g. a sea view room, where this is the case the supplementary charge will be added to your confirmation invoice or maybe charged locally.
For travelers with special dietary requirements, special meals may be requested and must be done so well in advance of the travel date. Canyon Travel Ltd accept no liability for any requested special meals not being available.
Please contact our sales department to discuss your requirements prior to making your holiday reservation so we can recommend suitable accommodation and transportation. We will also advise the airlines of any assistance required during your flight however this will be subject to airline availability and discretion
Some flight segments showing one flight number may require a change of aircraft or touchdown en-route. Some flight routings via the USA may also require customs and immigration clearance at the first arrival airport.
Due to an increasing number of global airline alliances, it is common place for one airline to operate a service on behalf of another; your itinerary will confirm details of such flights.
All cheque payments require 7 days to clear.
All payments made by cheque should be made payable to 'Canyon Travel Ltd Trust Account'
All credit card payments including PayPal are subject to a surcharge of 2%, American Express card surcharge 3.5% and debit card payments incur NO charge.
We reserve the right to record all telephone calls or record them randomly to ensure that our customer service is constantly reviewed.
Complaints and Claims
If you incur any problems during your trip, it is essential that you bring them to the attention of the Travel Provider as supplier and our agent or staff as soon as it occurs to give us a chance to investigate and rectify. If the problem cannot be rectified, you must contact us, in writing, within 28 days of your return. If you do not raise the matter during your trip, this will affect any later claim you may make
In spite of detailed planning, it is recognised that occasionally problems do occur. If you incur any problems during your trip, it is essential that you bring them to the attention of the supplier and our agent or staff as soon as it occurs to give us a chance to investigate and rectify. In most instances, any necessary remedial action may be taken immediately and your holiday should continue unspoilt. If the problem cannot be rectified, you must contact us, in writing, within seven days of your return. If you do not raise the matter during your trip, this will affect any later claim you may make.
When you submit a travel enquiry to us by email, we ask you to provide us with some personal information such as your name, email address, street address, phone number as well as the names and ages of anyone travelling with you.We use this information to complete your booking or to contact you. No credit card, or other sensitive, information is held on Canyon Travel Ltd. database.
All communications concerning customer service or your booking needs to be sent to
Canyon Travel Ltd, drop an email to:email@example.com or firstname.lastname@example.org